Pauline's community posts

Hello Mike,

Thank you for updating us on the issue. I'm glad to hear it works for you now!

Please feel free to post another message if you have more questions or need our assistance. We're happy to help!

Hello,

Thank you for your message.

Yes, unfortunately, for now, Viewer for Linux/Mac is only available in the Beta version and, therefore, has somewhat limited functionality. You can find the full list of currently supported features on this page, in the very first message. More features that are already available in Viewer for Windows will be added in future updates as well.

As for the frequent crashes of Viewer - could you please try removing (or temporarily moving to another directory) the following files and see if this helps to resolve the issue?
1. libxcb*
2. libxkbcommon*

Looking forward to your reply.

Hello Mike,

Thank you for your message.

Could you please double-check if the port 4934 is set up on both the remote Host's side and the Viewer's side as well? On the Host's side please make sure that the port 4934 is set up in the Host Settings -> Port tab as this is the port used for Direct connection.
On the Viewer's side please navigate to the Connection Properties -> Network tab and make sure that the port 4934 is listed as a Host's port as well.
Last but not least, please make sure that the same port 4934 is opened on the Host machine and is not used by other software.

In case if all of the above already applies but you still cannot connect to the remote Host please feel free to send us the Host logs from the machine that you cannot connect to. You can locate the Host log files in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\.
You can send the log files to support@remoteutilities.com. Please do not post the log files on the forum as they're considered to contain personal information.

Looking forward to your reply.

Hello Howard,

Thank you for your message.

Could you please provide us the Agent's connection log files from your customer's machine that you've had issues connecting to? Here's how you can locate the Agent logs.
You can send the log files to support@remoteutilities.com. Please do not post the log files on the forum as they're considered to contain personal information.

Looking forward to your reply.

Hello David,

Thank you for your message.

We haven't had my recent downtimes on our servers and currently, they are up and running. Could you please let me know what version of Remote Utilities do you use and if your Hosts that are unavailable are located in the networks connected to the Internet via the same ISP?

In addition, please feel free to send us the Host logs which can be located in the following folder: C:\Program Files (x86)\Remote Utilities - Host\Logs\. Please do not publish the logs on the forum as they're considered personal information. You can send the log files to support@remoteutilities.com.

Looking forward to your reply.

Hello,

Thank you for your message.

Yes, this issue was fixed in the most recent update 7.0.2.0. The latest version 7.0.2.0 is available for download on this page or via the Self-Update feature.
When updating your Remote Utilities installation, please make sure to update both Viewer and Agent to the same version as the version mismatch might lead to performance issues or some features not working properly.

Please let us know if the issue persists even after updating your Agent and Viewer to the latest version 7.0.2.0.

Hello Alan,

Thank you for the clarification.

I'll forward your suggestion to our developers for a review to see if we can add it to our roadmap and implement it in the future updates for Remote Utilities.

Please let me know if you have more questions.

Hello Alan,

Thank you for your message.

Do you mean the Ask the user to identify themselves checkbox which is available within the MSI Configurator Tool, correct? If this is the case, then we plan to improve this specific feature by adding the auto-identification feature as well. The auto-identification feature will allow to automatically fetch additional information, such as username or the name of the remote machine. However, I'll additionally forward your suggestion to our developers for a review as well.

Please let us know if you have more questions.

Hello Alan,

Thank you for your feedback.

I went over the release notes and the biggest improvement that would help me would be the file transfer window operating faster, but I am not sure it is worth $500. I decided to just give it a try for a few days using the free license, and pay for the upgrade if it was worth it, but it limits me to 10, when I have 188.

Please note that all existing customers who purchased their licenses in 2019 and earlier are eligible for a 50% discount on upgrading their license key to version 7, so in case if you're updating a license key for 1-tech PRO license, the upgrade costs $250 with the discount applied, instead of $500. In addition, please note that you can test the upgraded Viewer within the 30-day trial period which is available after installing/upgrading your Viewer. For more information please see this page.
If you've already registered your Viewer of version 7 with a free license key, you can reset it back to the trial period by resetting Viewer's configuration:
1. Fully exit the Viewer File -> Exit.
2. Locate the file config_4.xml in the C:\Users\[Your_username]\AppData\Roaming\Remote Utilities Files\ folder.
Please note that the AppData folder might be hidden by default in which case you need to enable "Hidden files and folders" in Windows Explorer settings.
3. Remove the config_4.xml file from that folder.
This will reset the Viewer settings, including any current license key, so your Viewer is reset back to the trial period. Your address books won't be affected by this action.
This way, it's possible to test out the upgraded Viewer of version 7 to see if you want to purchase an upgraded license.

As an alternative, you can also download Portable Viewer of version 7 and import one of your address books or a few connections to it as described here to test it out in the trial mode.
Portable Viewer is available for download on this page as well.
Please note that in order for Remote Utilities to work properly, we recommend updating both Viewer and Host to the same version, as the version mismatch might lead to some features not working.

Hope that helps.

Hello Alan,

Thank you for your message.

An couple easy ones would be Host IP address, and a "Last Active" date column in the offline section.

Please note that the column IP address already exists in the address book, i.e. if the remote Host is directly accessible for Viewer and its IP address was added to the connection entry:

The "IP address" column is displayed by default if your address book is switched to the Details view mode.

As for the Last active column - we already have this feature in our roadmap, so this column will be added in our future updates. Unfortunately, there's no specific ETA on this feature yet.

So for me, I might have a column that states which CRM they are using, and another that states whether it is a headless server, or a workstation, Customer ID, Email Contact, Phone Number...
I realize I CAN put some of that into the Comment column, but I can't sort by it.

You are absolutely correct, currently, this information can be added to the "Comment" column, however, we already have an additional feature in our roadmap that will allow techs to see more detailed information about remote Host displayed on an additional info panel. Unfortunately, no specific ETA on this either, but I will forward your suggestion to our development department for a review.

Please let us know if you have other questions.